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Returns

Returns Policy

Please read our returns policy carefully.

We reserve the right to refuse an exchange or refund where our returns policy isn’t adhered to.

For further details please see our terms and conditions.

Returning Your Item

The safe return of the item to Cannatural is your responsibility, Cannatural will not be held responsible for lost items.

In the best interest of both parties, we suggest that returns are sent recorded delivery to ensure items are not lost. If you are returning an item that has a value of over £50 we would suggest considering shipping insurance.

However, under no circumstances will Cannatural accept additional charges for courier services, recorded services, guaranteed next day services or shipping insurance, regardless of the reason for your return.

All items should be returned to Cannatural; please don’t send your items to the manufacturer. Please send all returns to Cannatural Limited, First Floor, 47 Upper Bar, Newport, Shropshire TF10 7AP.

Depending on your circumstance, the steps required to successfully return your item are outlined below:

  • Return period of 14 days (from the day after you receive the goods)
  • Contact us prior to sending back any items to confirm your eligibility
  • Items must be returned before a replacement is sent or refund processed
  • Items must be new, unused and in original packaging
  • Return costs are not covered by Cannatural
  • Any refunds processed will only include the cost of the item(s), not any postage you have paid
  • Subject to a £2 restocking fee

 

If you order an item and decide you no longer want it, we are happy to exchange the item or provide a refund. We must be notified by email within 14 days after the day on which you receive the goods. If you received the goods over 14 days ago, unfortunately we are unable to offer you an exchange or refund.

 

If you wish to return an unwanted item please contact us by email on customerservice@cannatural.co.uk. We request that you explain the reason for your return, confirm which items you would like as a replacement (if applicable) and provide a copy of your order confirmation / invoice. Cannatural will then confirm via email if you are eligible for an exchange or refund.

 

All returns must be agreed with Cannatural via email prior to sending the item back to us. Any items that are sent back without prior agreement, will be returned to you at your cost.

 

You will be required to return the items before we dispatch any replacement items or process your refund. Costs incurred for returning your item will not be covered by Cannatural.

 

We can only accept returns for unwanted items where they are in a new, unused condition and in their original packaging. Due to the nature of some of the products we sell, we are not able to offer exchanges or refunds on any items where the seal has been broken.

 

If items are returned and they are not deemed to be in a suitable condition, you will be notified by email and the item will be returned to you at your cost – no exchange or refund will be granted.

 

We charge a £2 restocking fee on all unwanted items to cover costs associated with packaging, the sale and administration.

 

Any outstanding balances on the amended order will require payment prior to dispatch of any replacement items, via one of our accepted payment methods. Where monies are owed to you by Cannatural, these will be refunded using your original payment method, minus our restocking fee of £2.

  • Return period of 14 days (from the day after you receive the goods)
  • Contact us prior to sending back any items to confirm your eligibility
  • Items must be returned before a replacement is sent
  • Items must be new, unused and in original packaging
  • Return costs are covered by Cannatural
  • Any refunds processed will include the cost of the item(s) and any postage you have paid

 

We are happy to exchange item(s) that are sent to you in error, at no additional cost to yourself. We must be notified by email within 14 days after the day on which you receive the goods. If you received the goods over 14 days ago, unfortunately we are unable to offer you an exchange.

 

We take the utmost care to ensure your order is picked and dispatched correctly. In the unlikely event you are sent the incorrect item please contact us by email on customerservice@cannatural.co.uk. We request that you attach a photo of the item you have been sent in error along with a copy of your order confirmation / invoice. Cannatural will then confirm via email if you are eligible for an exchange.

 

All returns must be agreed with Cannatural via email prior to sending the item back to us. Any items that are sent back without prior agreement, will be returned to you at your cost.

 

You will be required to return the incorrect item before we dispatch your replacement item. Costs incurred for returning your item will be reimbursed by Cannatural when the item is received.

 

We can only accept returns for incorrect items where they are in a new, unused condition and in their original packaging. Due to the nature of some of the products we sell, we are not able to offer exchanges on any items where the seal has been broken.

 

If items are returned and they are not deemed to be in a suitable condition, you will be notified by email and the item will be returned to you at your cost – no exchange will be granted.

 

We do not offer refunds for items that have been sent out incorrectly, unless your original item is no longer in stock. If the item isn’t in stock, you can either wait for the item to come back in to stock, or alternatively you can ask for a full refund.

  • Return period of 30 days (from the day after you receive the goods)
  • Contact us prior to sending back any items to confirm your eligibility
  • Items must be returned before a replacement is sent
  • Return costs are covered by Cannatural
  • Any refunds processed will include the cost of the item(s) and any postage you have paid

 

If the item you have received is faulty we would be happy to exchange it for you.

 

We must be notified by email within 30 days of your order date. If your order was placed over 30 days ago, unfortunately we are unable to offer you an exchange.

 

If you wish to return a faulty item please contact us by email on customerservice@cannatural.co.uk. We request that you explain the fault with your item and provide a copy of your order confirmation / invoice. Cannatural will then confirm via email if you are eligible for an exchange.

 

All returns must be agreed with Cannatural via email prior to sending the item back to us. Any items that are sent back without prior agreement, will be returned to you at your cost.

 

You will be required to return the item before we dispatch any replacement items. Costs incurred for returning your item will be covered by Cannatural.

 

Once we receive the item we will carry out an inspection to confirm the fault. If the item is deemed not faulty, it will be returned to you at your cost.

 

We do not offer refunds for items that are faulty, unless your original item is no longer in stock. If the item isn’t in stock, you can either wait for the item to come back in to stock, or alternatively you can ask for a full refund.

  • Return period of 14 days (from the day after you receive the goods)
  • Contact us prior to sending back any items to confirm your eligibility
  • Items must be returned before a replacement is sent or refund processed
  • Return costs are covered by Cannatural
  • Any refunds processed will include the cost of the item(s) and any postage you have paid
  • If your parcel appears to have been tampered with contact us immediately

 

All of our orders are carefully picked, packed and checked for quality control prior to dispatch. However, from time to time damage can be caused during transit, so we ask that you fully inspect your items upon receipt and prior to use. Should you receive an item that is damaged we are happy to exchange it for you. We must be notified by email within 14 days after the day on which you receive the goods. If you received the goods over 14 days ago, unfortunately we are unable to offer you an exchange or refund.

 

If you wish to return a damaged item please contact us by email on customerservice@cannatural.co.uk. We request that you attach a photo of the damaged item you have received along with a copy of your order confirmation / invoice. Cannatural will then confirm via email if you are eligible for an exchange.

 

All returns must be agreed with Cannatural via email prior to sending the item back to us. Any item that is sent back without prior agreement, will be returned to you at your cost.

 

You will be required to return the damaged items before we dispatch your replacement item. Costs incurred for returning your item will be reimbursed by Cannatural when the item is received.

 

We do not offer refunds for items that have been damaged in transit, unless your original item is no longer in stock. If the item isn’t in stock, you can either wait for the item to come back in to stock, or alternatively you can ask for a full refund.

 

If your parcel arrives and it appears to have been tampered with please take photos of the packaging immediately and send them to customerservice@cannatural.co.uk. We will likely require the parcel to be returned to us, in order for the carrier (DPD or Royal Mail) to conduct an investigation. The investigation can take up to 3 working days to conclude with DPD or 21 working days with Royal Mail, at which point, we will contact you with a resolution and to discuss the next steps.

If your parcel is shown as being delivered, but you are not in receipt, we recommend you check in safe places where it could have been left, or with neighbours. If you are still unable to locate your parcel please contact us within 14 days of your order being dispatched, by emailing customerservice@cannatural.co.uk.

 

In the unlikely event that your parcel is lost, we will conduct an investigation in conjunction with the carrier (DPD or Royal Mail) to find your parcel. All investigations for lost parcels can take up to 3 working days to be completed with DPD or 21 working days with Royal Mail.

 

At this point, we will contact you with a resolution and to discuss the next steps.

Receiving Your Refund

If a refund is granted, it will be processed using your original method of payment; either applied to your debit / credit card or sent directly into your bank via bank transfer. The time taken for the refund to be received varies depending on your payment method. Your refund will be made within 14 days of the day on which we receive the item back from you or (if earlier) within 14 days of you providing proof of postage.

If an investigation is required by the carrier (DPD or Royal Mail), we will need to wait for a resolution which can take up to 3 working days with DPD or 21 working days with Royal Mail. Once the investigation is complete, the normal timescales apply depending on your payment method.

Late or Missing Refunds

If you are yet to receive your refund, please contact your debit / credit card company or bank accordingly to check on the status of your refund.

If there is no record of your refund with them, please contact Cannatural on customerservice@cannatural.co.uk.

Exemptions

Perishable goods such as food or flowers are exempt from being returned.

To register for an account please visit the my account page by clicking here.